There are multiple opportunities in both Tokyo and Osaka for this role.
Job Title: Cloud Support Engineer (Platform)
Duties & Responsibilities:
Engage with customers via email or chat to diagnose, resolve their issues and track support queries.
Address customer-specific architectural design requirements, offering targeted solutions for specific products or product features, ensuring tailored and effective responses.
Ensure speedy response and resolution times, consistently meeting or exceeding our Service Level Objectives (SLOs).
Maintain exceptional customer satisfaction scores, adhering to high-quality standards in 90% of cases.
Utilize advanced troubleshooting tools and techniques to pinpoint the root cause of issues and provide customers with clear, comprehensive assessments.
Document and classify internal queries, problems, and preventative actions, contributing to thorough retroactive analysis and continuous improvement.
File detailed issue reports to Engineers, assist in building comprehensive documentation and procedures, document desired behavior, reproduce steps, and suggest code-level solutions for complex product bugs.
Must Have:
Databases OR Cloud Storage OR Serverless functions OR CI&CD(Continuos Integration and Continuos Development) OR Cloud Identity management
Understanding of Cloud Concepts, and basics of Linux and Networking.
Customer support Skills
Japanese Native Level
Good communication skills and strong in troubleshooting ability.
Nice to Have:
Shell scripting, Any development experience (Java is preferred)